Complaints

This profile includes complaints for ACE Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Aligo Rent a Car

  550 W Hastings St Delta Hotels Downtown Suites Vancouver, BC V6B 1L6

• 

  Aligo Rent a Car

  8750 204 St Holiday Inn Express - Lobby Langley, BC V1M 2Y5

• 

  ACE Rent A Car - Toronto Pearson Int'l Airport

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

• 

  ACE Rent-a-Car

  212 Airport Rd Lewis Run, PA 16738

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/15/2024 My sister-in-law and I went to rent a car (via Uber app) for a 4 day weekend for our other sister-in-laws bachelorette trip. My sister-in-law made the mistake of booking the car for the wrong weekend after/mixing up dates (so 3/22-3/24 instead of 3/15-3/17). Upon arrival, the customer service team authorized us, without verbally telling us, to use the car beginning that day instead of telling us the booking was for 3/22-3/24. We didnt know of the mistake until after the charge came through as nearly $400 more than expected, and we then further investigated. Therefore, we were charged for the rental from 3/15-3/24. It would have been clear on their (ACEs) end that we marked the wrong dates as it would be off for someone to come in a week before their booking. After many conversations with them, they said that if a customer reserves a car and comes to pick it up early, they allow them to rent the car starting that day. However, I believe that they were aware we didnt need the car for 9 days as we told them we were there for a weekend bachelorette trip AND we originally only booked the car for 3 days. This felt like they scammed us out of our money when they had the ability to tell us the booking days were just incorrect. Now, because we booked through Uber, we could have been notified by ACE that the dates looked wrong then cancelled or changed the booking via Uber and resolved the issue. We even contacted the corporate level of ACE and they acknowledged that this behavior wasnt acceptable.

  Business Response

  Date: 05/30/2024

  Hello ******, 

  The additional charge is due to you picking up on the 15th and keeping the vehicle till the 24th. You had the vehicle for the full 9 days whereas your booking was only for 2 days. The additional charge is valid for the extra week the vehicle was had. 

  Thank you

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car rental insurance sent Aligo a cheque that was cashed for $1378.50. Aligo had already charge me on my **** for $1378.50 for the damage. I have had numerous calls to Aligo and they have not addressed the issue, even though they admitted there was a mistake and a cheque was on its way.See attachments of email messages and receipt from Aligo.

  Business Response

  Date: 06/05/2024

  Hello *****, 

  Thank you for taking the time to write to us regarding your recent rental in ******. Unfortunately, with damage claims there is nothing on our end we are able to do and it will need to be handled through your insurance and the claims department. 

  Thank you

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I contacted Jamil from Aligo Car Rental - ************ / 6042339-3591, Shahin - ************. Ali ************ numerous times over the past 6 months. They charged my **** card $1,378.50. The insurance company - Assurant (RA 5874//Assurant claim # ******) had sent them a cheque for the rental car damage, which they had cashed. They admitted that there was a change in ownership at the Aligo Car Rental (***********************, ******, **) that had cashed the cheque. They agreed to mail me a cheque for $1,378.50 and that there was an error on their side. The cheque has never arrived. They then promised to courier the cheque to me when it did not show up. They are now not answering my phone calls. 

  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Ace in ***********. The sales rep told me that it was required of me to purchase their insurance, although I know for a fact this is not true. They also have not refunded me my $500 deposit. I attempted to call them via the number for this office but it is not a working number. I tried calling the number on the website, which is also not a working number. Additionally, there is fraud on my bank account now, which was called in by a man in LA claiming to be ***************************, resulting in my bank account, online banking, and debit card being locked out while on the other side of the country. I was thus left with no money and no way to get any money. I had to return home to ************* and physically go into my bank to restore my accounts. The rep at Ace was the ONLY person besides myself who had possession of my card during my stay in **.

  Business Response

  Date: 05/30/2024

  Hello *******, 

  Thank you for reaching out regarding your rental in LA. Looking at your account you were only billed for the rental and no insurance or additional items. Regarding your deposit, $604.95 was held at the beginning of your rental and upon return you were billed $104.95 from that hold. Once the $104.95 charge posted, the $604.95 hold was released, releasing your $500 deposit as well. As it was never fully charged to your card you would not see a refund for the $500, you would only see a charge for $104.95.

  Thank you

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing because I booked a rental for a client the with ACE Rent A Car located at *** in ******, ** and her experience was totally unacceptable. I followed up with her to ask what her experience was with the car rental company. She replied that her experience was not good. The customer service associate gave her a car that had a stain on the seat and the car smelled of body odor ??. The vehicle also had no inspection sticker. She attempted to exchange the vehicle for another one and they told her she would have to upgrade. Prior to booking, I looked at ****** to see how the company was rated and it had a decent rating. I wish I had read the individual reviews of this company before I booked it for the client. Because after the fact, I read other reviews regarding the condition of the vehicles ACE is trying to rent as well as their tactics they used to try and get people to upgrade. I also read ratings that warned others to beware of potentially false excellent reviews. As I read other reviews of the company, I noticed many other reviews of the unscrupulous predatory business practices and tactics used to scam customers the personnel impose on customers. The predatory tactics they use are totally unacceptable the company can be loosing money due to poor management. Therefore, I highly suggest that something be done to fix the problems noted in the ****** Reviews ASAP. I am also asking that they rectify my customers situation by offering her a different vehicle for no additional cost or offer her some other acceptable consolation for her inconvenience. Her booking number with them is PLS15894513 on Thursday May 23, 2024.

  Business Response

  Date: 05/30/2024

  Hello ********, 

  Thank you for reaching out on behalf of the customer. Looking into their account, nothing was mentioned regarding the first vehicle having stains or an odor. The customer was offered an upgrade which was accepted and driven for the full rental time. While I understand the frustration with the charge, the customer could have declined the upgrade. 

  Thank you

  Business Response

  Date: 05/30/2024

  Hello Team, 

  This is not the customer who left the ******************** and we have no communication from the customer directly. Please close this case as no action can be made. 

  Thank you

  Customer Answer

  Date: 06/03/2024

  In addition to the complaint I filed with The Better Business *****, I also filed a complaint with ACE Rent A Car ************** I received an acceptable response from the ***************** representative for 15% off of the final invoice total. I would like to add that the response from the representative answering the BBB complaint was unacceptable. They apparently did not even communicate with their own actual ************* or even the actual ********************** location as they would have been aware of the issues at hand. The representative answering the BBB complaint stated there was nothing mentioned regarding the first vehicle having stains or an odor. Yet he/she states the customer was offered an upgrade which was accepted and driven for the full rental time. The representative responding needed to investigate why the customer was offered an upgrade in the first place. Additionally, if a customer is dissatisfied with a vehicle that is presented to them the reasons need to be noted. The customer should then be offered another comparable vehicle. If another comparable vehicle is not available, then another vehicle should be offered at no additional cost to the customer. The representative answering the BBB complaint also mentions "While I understand the frustration with the charge, the customer could have declined the upgrade." Unacceptable vehicles should not even be offered to customers in the first place. My client informed me that the initial vehicle did not have an inspection sticker on the windshield in addition to the unpleasant odor and the stains on the seat (a picture was provided). In **********, even newer vehicles should have an inspection sticker displayed. Law enforcement has jurisdiction to cite the driver of a vehicle displaying no inspection sticker or an expired inspection sticker, which could result in fines between $100 and $200 and/or imprisonment for up to 30 days. This is why she took the upgrade. She did not want to be subject to potentially being approached by law enforcement as well as driving around in a dirty stinky vehicle. There are many other complaints on Yelp and ****** with similar complaints. Therefore, ACE Rent A Car management needs to look further into the matters a find a resolution and address why customers are making complaints in the first place. 

  Has the company addressed the issue of the dispute? My answer would be No
  
  If not, why? My answer is stated in my message above. Management needs to communicate with each other and address the issues customers are complaining about. Otherwise, it is bad for business.
  
  Has the company met the agreement the outlined in their response? In the case of the BBB response, No because the representative only made excuses and did not address the issue. However, we did receive an acceptable outcome from ACE Rent A Car ************* department.

  My suggestion is that all management get on the same page and communicate with one another from the top all the way to the rental locations and do something about the issues being complained about on social media.

  Sincerely,
  *****************************

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Ace Rent-A-Car at **************************************** from 15 May 2024 to 19 May 2024.My primary complaint is the egregious surcharge for the toll transponder in their car. They have two options:a) Pay a $25 "activation fee" then pay for all tolls as incurred b) Pre-pay $11 per day and incur no additional fees when driving the rental car When the employee I dealt with (who turned out to be wearing clothing for another rental company - creating confusion) asked where I would be driving, I told him the area, in the western part of ***********. He very quickly told me to choose Option B, adding $44 to my bill.As we drove around the island, we quickly realized what a predatory recommendation this was. We drove a ton over 4 days and incurred maybe $8 of tolls.Ace Rent-a-car's toll charging is an extremely predatory scheme.

  Business Response

  Date: 05/22/2024

  Hello ****, 

  Thank you for taking the time to write to us regarding the toll cost during your rental in ***********. The toll cost and policies are listed in our terms and conditions prior to booking. You do not have to take either option however if you decline them and go through tolls without paying it is a $35 fee plus the cost of the tolls. As tolls were used during your rental, the toll pass can not be refunded. 

  Thank you

  Customer Answer

  Date: 05/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This lack of a solution is unacceptable. It reinforces the fact that Ace Rent-a-Car (or ******************, it's still unclear what business I am dealing with) maintains deceptive booking practices and also charges exorbitant fees for using tolls roads.

  Not only do they charge exorbitant fees, but their employees push customers to pay for those fees by lying about whether it's in the customer's best interest or not
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car, and paid in full, with Ace rent a car through a third party website (booking group). I showed up for my reservation and was told I needed a plane ticket to be able to rent the car and the man rudely sent me away. He said I could email support about a refund so I immediately did so. I didn't remember seeing anything in the policy or terms of agreement saying a plane ticket was required, so I reread the policy on both Ace and Booking Group's site and saw no such requirement. I even called *** to ask about it and they confirmed that it was not on the website, but something they tell you when you arrive at the counter. I have emailed ************* several times in regards to the refund and they continue to refuse it stating that because this exchange was not recorded by the employee at the counter then they have no proof that I was there. I have even sent them the required proof from ****** maps that I was indeed there on time for the rental reservation, and they are still refusing to ***** me the refund. I'm at a loss on how to proceed and it would seem they're going to continue to bounce me around on fictitious reasons so as not to pay the money that is due.

  Business Response

  Date: 05/20/2024

  Hello ****, 

  Thank you for taking the time to reach out regarding your rental in **. Per our policies if you do not have a roundtrip airline ticket you will be considered a local and can not use a debit card. The reason you were not able to rent is because you did not have a credit card. Regarding the refund, that is solely up to booking group as you prepaid to them. 

  Thank you

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/6 I picked up a rental car from the ***********************************************************************************. At check in I was advised that I was unable to use my progressive auto insurance and that my AMEX Credit card coverage didnt matter as per California law the only way I could rent the car was buy agreeing to the optional insurance protection or I would not be able to rent the car. I was deceived, lied to and forced to pay the daily fee or else I would not be able to rent the car. I was in a time crunch and needed to get the car. The agent intentionally misinformed me & excessively charged me. I am not sure if agents are compensated or commissioned based on signing a customer up for the insurance option. But if they are I believe that was a leading factor in why the representative would misinform about a law and deceive me to gain the benefits of meeting a quota or obligations to sign up for the insurance. As per CA state laws I should have been able to provide my auto insurance to avoid paying the excessive daily fees but the agent would t accept anything other than me agreeing to adding the coverage. That is a coercive tactic, unethical, not true and not legally factual nor is it in accordance with the CA law. Allegedly a general manager who was not present stated I was provided the option which is not true at check in. The agent even used my phone to force me to leave a positive review in order to get the rental car of a Tiguan and said its a complimentary upgrade but I had to leave him a positive review to get the car first. What happened was not legal in accordance with CIC ********. I should not have been forced to pay an excessive additional insurance coverage it cost more than the daily cost of the rental! It was $123. I even looked it up and questioned the agent who advised me CA law is different than **********. I paid $361 total. I should have been permitted to provide my auto insurance & not coerced with illegitimate tactics.

  Business Response

  Date: 05/15/2024

  Hello ****,

  After reviewing the video of your time at the counter as well as all the information, the agent did provide the option to show proof of personal coverage which was not done. The agent then informed you of the cost for the insurance and it was signed for and accepted. Additionally, you called and extended and no mention was made to remove the insurance at that time either. The charge for the insurance is valid and will not be refunded. 

  Thank you

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  If the video was reviewed you would see me Questioning the agent. Please review the audio as well and me asking the agent if he would like me to provide my progressive auto insurance and him saying no. I looked up the CA LAW. Even excused myself from the counter to go sit in the lounge area and did not immediately proceed as i questioned the agents words. I then went back over and questioned the policy further after reviewing the law. I would like ACE to re-review the video again and confirm that I went to the counter. Walked away and waited and then returned. During the entire process i questioned the rationale of the agent of the laws. I questioned the pricing and did attempt to have my auto insurance used but was advised that it was not in accordance of CA law. 
  

  The response from ACE contradicts the response I received from ACE originally. 
  

   

  Additionally ACE has failed to address the following concerns:

  1. If agents receive any form of financial compensation, incentives or have goals for signing customers up for the warranty plan.

  2. The agent forcing me to leave a positive review in order to get a car (that can also be seen on the video recording of my interaction that *** has acknowledged that they have). Is this standard practice? *** has not acknowledged that portion of my complaint. 

  3. Daily pricing. Please advise the pricing for the minimum daily coverage amount in CA. As I want to confirm if what I was advised was in fact the true actual minimum daily coverage limit that I was coerced into. I would like to know all of the pricing plan options (applicable during the time I rented).

  4. A satisfactory resolution to the illegitimate, unethical tactics to deceive the CA statue in regards to rental car laws  

  5. I would like ACE to confirm how long I was physically in the car rental location. From the moment I walked up to the counter to the minute I walked outside to physically obtain the rental car. I would also like ACE to confirm how many minutes were in between me walking away from the counter to sit in the seating area while doing my research prior to going back to the counter.
  

   

  Now that ACE is claiming to have viewed the video tape I find it very interesting the turn around time in the response. While I would commend the speedy turn around time I do not feel like the due diligence was done to investigate the incident in this location.

   I also would state on the record that I want all records associated with my visit to the location retained. As they have on the record with the BBB claimed to be in possession of the video & have reviewed them. If ACE requires a spoliation letter to be put on formal notice for the preservation of relevant evidence please advise in your response. So I can submit that request in formal writing and please provide a mailing address to do so.

  I will await your response. 
  
  *********************

  
  

  Customer Answer

  Date: 05/15/2024

  Additionally. I attempted to call ***, attempted to chat online during normal business hours but the call would disconnect. Trying to get a direct point of contact was challenging and I then uncovered a way to send an email communication. But following renting the car I did attempt to reach out to corporate for resolution & assistance. 
  

  I have included screenshots from the failed calls

  Business Response

  Date: 05/22/2024

  Hello ****,

  After further review, the location manager has agreed to provide a one time courtesy refund for the insurance. You will see this refunded to you within the next 7-10 business days. 

  Thank you

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a Rental ar EWR ACE . The worst Location Shuttle came 1 Hour late , then after standing in line the agent tells us no cars available and they will be closing soon . We had to pay uber to go back to the airport to get another rental company. Disgraceful Employee and and Company . Reservations do not matter here .

  Business Response

  Date: 05/10/2024

  Hello ***,

  Thank you for taking the time to write to us regarding your rental experience in ******. Please be assured that this issue will be addressed with the location's management. I hope you will allow ACE to assist you in the future. 

  Thank you

• Initial Complaint

  Date:05/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 1 was supposed to pick up a rental car at ace rental los angels airport. I rented the vechile from economybookings.com Upon arrival I was told different requirements like $1000 deposit, utility bill, and only 200 miles.None of this was mentioned by exonomybookings.com.I have an email that states what is required and it was only a credit card, passport, and voucher. The email also states unlimited miles!

  Business Response

  Date: 05/06/2024

  Hello *******,

  Thank you for taking the time to inform us of the change in policies. Per our terms and conditions: Local renters are considered to be any renter without a return airline ticket and/or renters that reside in *******************. To those who are considered to be local renters, we appreciate your business. In order to serve you we require that you have a major credit card in the renters name (No Debit Cards or Credit One Credit Cards Permitted). We also require that you have full coverage automobile insurance that will extend to a rental vehicle. You must also have a recent utility bill issued in renters name within the past 30-days. A security deposit of $1,000 USD will be held, plus the estimated total of the rental. Local renters are restricted to *******************. This is provided prior to rental on all sites you can rent with ACE through. 

  Thank you 

• Initial Complaint

  Date:04/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They made me pay for things I didnt ask for and initial like everyone does.

  Business Response

  Date: 04/30/2024

  Hello ******,

  Thank you for reaching out regarding the charges for your recent rental in *********. I show that you signed agreeing to purchase the **** RLW, roadside, and prepaid fuel. In order to rent and per our policies, full coverage insurance must be shown or you do need to purchase this at the counter. As the charges were signed for, no proof of personal insurance was provided, and it is past the rental time no refund will be awarded. 

  Thank you